Operations Management, Sr Manager, Director Contact Center, HR Managem

Norma E. Leyva

San Antonio, TX ***** 915-***-**** ************@*****.***

Innovative, results-driven Senior Manager with 15+ years of experience directing high-performing contact center, operations excellence across tech, financial, sales, legal and HR services. Proven record of managing performance-driven teams, building scalable processes, and leading high-impact coaching programs to elevate frontline outcomes. Known for building strong cross-functional relationships, mentoring leaders, and executing strategies that drive compliance, retention, and employee engagement. Bilingual in English and Spanish.

CORE COMPETENCIES

·High-Volume Call Center Management

·Leadership Development & Coaching

·Employee Relations & Conflict Resolution

·Talent Development & Succession Planning

·Employee Engagement & Retention

·International & Virtual Team Management

·Performance Management & KPI Optimization

·Sales & Service Performance

·Training & QA Program Design

·Business Process Improvement

·Project Management & Change Leadership

·Budgeting & Vendor Contract Oversight

PROFESSIONAL EXPERIENCE

Security Service Federal Credit Union – San Antonio, TX

Sr. Manager, Member Contact Center Jan 2022 – Apr 2025

Led a high-performing sales & service contact center of 100+ employees, managing 12 frontline leaders while aligning daily operations with strategic business objectives to drive efficiency, service excellence, and organizational growth.

Managed new hire training team and was responsible for leadership development.

Created systems for performance tracking, coaching, and early intervention that improved KPI achievement, frontline engagement and reduced attrition.

Spearheaded a partnership with management and compliance teams to launch error-reduction workflows, reducing service-related issues by 51% leading to increased customer trust.

Developed and launched a behavior-based coaching framework that enhanced frontline effectiveness and leadership capability that led to employee satisfaction.

Developed QA programs and leadership scorecards to ensure regulatory alignment, service standards and business continuity.

Managed escalated client issues and implemented resolution strategies to maintain high levels of customer satisfaction and retention.

Developed and led internal recognition and engagement programs that boosted frontline participation and morale, aligned with company culture initiatives.

Boosted employee engagement through structured career pathing and succession planning frameworks and measurable leadership KPIs.

Alonso & Alonso Law Firm – San Antonio, TX

Director of Operations & HR Dec 2020 – Jan 2022

Launched and managed a large bilingual sales and service operations call center teams (140+); implemented KPIs, SLAs and team workflows.

Provided mentorship and leadership to managers and supervisors, fostering a culture of accountability and high performance in a fast-paced environment.

Drove business results through the understanding of customer needs and the development and oversight of strategic account planning and management.

Managed vendor relationships and office operations including budgeting, payroll, recruitment, employee relations and contract negotiations.

Championed cross-department collaboration, integrating CRM (Camp Legal, Litify) tools to track sales pipeline and service fulfillment.

Ensured operational compliance with data privacy and case-handling standards across domestic and international teams.

Increased yearly revenue from $66K to $379K by aligning sales tactics, coaching, and lead response processes.

Implemented new platforms for payroll, telephony, and benefits.

Hired and onboarded leadership to support 40% headcount growth.

Fullbeauty Brands – El Paso, TX

Learning & Development / Quality Assurance Manager Aug 2018 – Apr 2020

Managed new hire training team of 10 trainers and Supervisors; responsible for leadership development, and QA functions for a 400+ employee sales call center; drove significant gains in NPS and CSAT.

Redesigned sales training and onboarding program, raising new hire satisfaction from 79% to 95%.

Revamped QA program, leading to a 49% CSAT improvement within 7 months.

Developed and delivered leadership coaching, behavioral training, and career pathing for managers and supervisors enhancing internal promotions and employee retention.

Automatic Data Processing (ADP) – El Paso, TX

Operations Manager – HR, Payroll & Recruitment Jun 2007 – May 2018

Managed large implementation teams across HR, call center operations, training, and compliance.

Managed all performance standards involving productivity, sales, quality assurance, client service and retention, while monitoring daily work against the organizational business plan.

Supported Small Business clients nationally by serving as their HR consultants, facilitated training and upsold additional products and services as needed by the client.

Drove talent growth by implementing career pathing strategies and leadership development for Team Leads and Supervisors.

Partnered and led rapid hiring campaigns (200 hires in 45 days); built networking pipelines with community partners: Universities/Colleges, TWC and others to meet recruitment goals.

Managed vendor and client consultative relationships and ensured compliance across payroll, HR, and benefits functions.

Launched performance dashboards, recognition/reward systems, and coaching programs that reduced attrition and improved service metrics.

Recognized for leadership excellence through multiple company awards and senior leadership commendations.

Created a Junior Achievement partnership program engaging over 100 employees annually in community education and was recognized by the TEA.

ACS / Sprint – El Paso, TX

Supervisor II- Call Center Senior Manager Jan 2006 – Jun 2007

Directed call center sales and service startup operations managing 135+ front line agents and 12 supervisors.

Supported new site launch, including recruitment of 500+ staff in 6 months.

Managed and enhanced sales and service performance through leader development and quality assurance.

Oversaw SLA performance, drove QA execution, facilitated sales contests, mentored leaders and managed performance to align with business goals.

AWARDS & RECOGNITION

Management Star Award – SSFCU (2025)

Outstanding Partnership Award – by the Texas Education Agency (2018)

Manager of Distinction Awards– ADP (2014, 2015)

ADP Spirit Award & One ADP Award (2013, 2016)

EDUCATION & CERTIFICATIONS

Master of Education, Instructional Specialist – University of Texas at El Paso

Bachelor of Science, Business Management – University of Phoenix

Fundamentals of Payroll Certification (FPC) – American Payroll Association

SHRM Certification- in progress

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